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May 19th, 2011 by Mythreyi Krishnan under Commentary

Measuring Reactions to the M1 Outage

#M1Outage has been trending on twitter since yesterday as frustrated M1 customers have taken to social media to rant about disrupted services . Using the JamiQ social media monitoring tool, we tracked this hot topic.Unsurprisingly, we saw a dramatic increase across all three telcos , with M1 being the most talked about. Starhub and Singtel spiked as tweets comparing the three providers were blasted out by irate users, with M1 coming up short.

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M1 also released two press statements on their facebook page assuring subscribers that they are trying to fix the problem and thanking customers for their patience. These received more than 700 comments, many of them negative.

m1 2

With an angry tweet just a click away in Tech-Savvy Singapore , service providers like M1 have to make sure their customers are satisfied if they want their reputation intact.

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